Location: Leek, Leek Derby Street Branch Employment type: Part -time, permanent position. Salary: £21,231 Working hours: 33.5 hours per week. (Tuesday - Friday and every Saturday morning) Reports to: Branch Manager The Organisation Leek Building Society is an award winning, highly admired, local mutual building society that is owned and trusted by its members. We were ranked in the top 10 of UK employers in the Inspiring Workplaces Awards 2024, and we’re on a mission to become even stronger. We’re a great place to work, with an exceptional culture – in a recent staff survey, 97% of colleagues said that they were proud to work for Leek Building Society. We’ve been crowned as Staffordshire’s Employer of the Year for 2023, and have been recognised as having the best approach to health & wellbeing in the UK in the 2023 CIPD awards. We’re also a socially responsible, inclusive employer, deeply committed to ensuring that everyone is supported to perform at their best. You’ll be joining the business at a fantastic time of growth, with a transformational investment in our systems, people and processes to put our customers at the heart of everything we do. Job Purpose & Scope To build relationships with existing and new customers, promoting the Society’s products and services. Working as part of a team to deliver exceptional customer service to meet the needs of our existing and new members. Duties and Key Responsibilities Customer Service Building customer relationships and growing member loyalty through the interaction and engagement with them either on a face-to-face basis, over the telephone or via video call. Identifying customer needs and promoting the products and services that Leek Building Society can provide, whether that be directly or by referring to specialist colleagues. To make use of open spaces and member zones, you will work in these areas at the direction of your Branch Manager You will be expected to utilise your Customer Experience skills training to maximise member engagement and support the provision of exceptional customer service. To demonstrate flexibility in action and thinking to provide excellent customer service in line with the Society’s Values. To carry out any tasks that have been delegated from the Branch Manager. To contact customers by outbound telephone calls to promote the Society’s products and services. To process all customer requests accurately and efficiently, making sure that tills balance and all administration is processed accurately first time. To achieve individual objectives, supporting the achievement of Branch Network objectives and thereby contributing to the overall success of the Society. To work from other branches from time to time to support operational demand requirements. Risk Management and Branch Security To adhere to the Society’s policies and procedures at all times to mitigate risk. To Identify and report risk events in accordance with the Risk Management Policy. To ensure that work is carried out accurately. Attention to detail is essential. To comply with all Leek Building Society policies and regulatory requirements. To understand the importance of a risk culture as it applies to the Customer Assistant role. Society Ambassador To embrace and work in line with the Society’s core values. To have a good understanding of the Society’s products, services and processes required to carry out the role. To work as part of a team providing flexibility where required. This includes travelling to other locations within the business. To be able to work on own initiative To support the Branch Manager to raise the branch profile in the area by participating in networking and community events. This could include working outside the normal contracted working hours. To be receptive of and willing to embrace change. To present a professional image at all times. Self-development To take ownership of your own development by actively participating in 1-2-1’s and Personal Development Reviews. To keep up to date with training requirements including e-learning and attending training courses where required. Person Specification Qualifications & Knowledge Good level of numeracy and literacy Experience Experience of working in a customer service environment Experience of contributing effectively working as part of a team Skills & Abilities Excellent customer service skills are essential for this role Ability to work as part of a team Ability to identify customer needs Ability to work on own initiative, demonstrate a can-do approach and be willing to learn Ability to competently use the basic functions on Microsoft Word and Excel Other Requirements Although a base branch will be allocated, and this will be the usual place of work, the role holder may be asked to work at other Leek Building Society branches/office locations from time to time. Willingness to occasionally work outside standard branch opening hours to support events in the community/branch open evenings etc. is required. A Basic DBS check will be undertaken upon an offer of employment. What benefits are on offer: Competitive salary rates 35 hour working week (full-time) Contributory Stakeholder Pension Scheme Free Bupa health screening Minimum of 23 days paid holiday per annum plus bank and public holidays Parental Schemes Sick Pay guaranteed for 6 months for major illnesses Holiday purchase/sale scheme Life assurance of 4 times your annual salary Employee assistance programme Continuous development opportunities We’re open to discussing working flexibly If the above sounds like something you’d thrive at, we’d love to hear from you